Technical Services Engineer

DeepHealth•Boston, MA

3d•$90 - $100•Remote

About The Position

The Technical Services Engineer is the first point of contact for users, providing expert support, troubleshooting issues, and contributing to a seamless healthcare IT experience. The role works with cross-functional teams to resolve incidents, maintain high service quality, and improve support processes. The engineer coordinates projects and owns tasks while serving as the primary customer contact for communications and issue resolution. They serve as the primary implementation resource for client projects from kickoff through completion and provide second-level support for healthcare IT systems, including troubleshooting escalated technical issues. The role responds to user inquiries by phone, email, and ticketing systems; participates in a rotating schedule to monitor and triage the support queue; and assigns tickets to the appropriate product or functional team. The engineer collaborates with IT, Product, and Engineering teams to resolve complex issues, maintains incident and workflow records, contributes to the knowledge base, ensures compliance with regulatory standards and internal IT policies, and supports key customer relationships. Duties may change or expand at management's discretion. The position is remote and may require occasional travel. Salary depends on experience and is listed as $90,000 to $100,000.

Requirements

At least 5 years of experience in an IT support role.
Bachelor’s degree in IT, Healthcare Informatics, or a related field, or equivalent experience.
Proven IT support experience, preferably in healthcare or clinical environments.
Strong customer relationship and call center support skills.
Strong IT, networking, and general computer skills.
Hands-on experience with PC and server hardware platforms and command lines on Linux and Windows.
Experience troubleshooting complex applications and software products.
Proficiency in Windows operating systems (Windows 7 and above, Server) and Linux system administration.
Familiarity with healthcare IT systems, including EMR and clinical software.
Experience with ticketing systems and ITIL-based support processes.
Knowledge of archival and storage media.
Excellent troubleshooting, diagnostic, and analytical skills.
Strong written and verbal communication skills.
Ability to manage multiple tasks, work under pressure, and collaborate across teams.
Flexibility to work varied hours and participate in on-call rotations.
Professional conduct, initiative, personal awareness, integrity, and confidentiality.

Nice To Haves

PACS, Radiology, DICOM, or HL7 experience.
Radiology workflow experience.
CompTIA Linux, RHCA, or RHCT certification.
CCNA or CCNP certification.
Proficiency in additional languages, particularly for EU or international regions.

Responsibilities

Coordinate projects and own tasks while serving as the primary point of contact for customer communication and issue resolution.
Serve as the primary implementation resource for client projects from kickoff through completion.
Provide second-level support for healthcare IT systems and troubleshoot escalated technical issues.
Respond to user inquiries by phone, email, and ticketing systems in a timely and professional manner.
Participate in a rotating schedule to monitor the support queue, triage incoming tickets, and assign them to the appropriate product or functional team.
Collaborate with IT, Product, and Engineering teams to escalate and resolve complex issues.
Maintain detailed records of incidents, solutions, and workflows in the ticketing system.
Contribute to continuous improvement of support processes and the knowledge base.
Ensure compliance with regulatory standards and internal IT policies.
Support key customers, maintain positive relationships, and provide updates and guidance as needed.
Follow applicable laws, DeepHealth policies and procedures, and data privacy, compliance, safety, and confidentiality standards.
Practice universal safety precautions and promote good public relations by phone and in person.
Adapt and learn new tasks, methods, and systems.
Report to work regularly as scheduled, maintain punctuality and satisfactory attendance, and complete responsibilities in a quality and timely manner.